Support Engineer, EMEA

PLEASE NOTE:

This position can be based ANYWHERE in EMEA timezones UTC 0, UTC+1, UTC+2, working remotely 100% of the time

An Introduction to Primer

The 21st century has witnessed remarkable expansion within the payments ecosystem with the introduction of new payment services, growth in cross-border commerce, and the development of multi-payment processor payment strategies.

The bottom line is that payment is no longer just another step in the purchasing funnel but a strategic asset that can drive business growth and innovation.

Enter Primer - the world's first unified payment infrastructure, empowering businesses worldwide to unleash their payment potential. By choosing our platform, merchants can take control over their payment stack, create unique commerce experiences, accelerate their roadmap and increase payment success.

Primer's enterprise-grade infrastructure, frameworks, and tooling allow merchants to unify their disparate payment solutions and services to build optimised payment flows tailored to their unique business needs with no code or additional complexity. We strive to make something complex incredibly simple and intuitive.

Our success so far has been reflected in the trust placed in us by category leaders such as Printify, NewLook, Voi, and Dabble, who are using Primer to transform their payments into a growth lever. Moreover, the world's top investors, including Accel, Balderton, Iconiq, and Tencent, have also invested in Primer's vision to rebuild payments and commerce from the ground up.

Join us in shaping the future of payments and commerce. Let's pave the way for a world where businesses can fully realise their payment potential.

What will the role involve?

• Become a key member of our growing Support Engineering team at Primer

• Scope the future of Support by advocating internally on priorities, strategy and roadmaps

• Handling tickets and support requests from merchants

• Translating business requirements into technical solutions, and translating complex technical concepts into simple language.

• Creating first-class documentation for both merchants and internal teams.

• Conducting quality assurance and mentoring junior team members.

• Work with leadership to implement internal Support frameworks and processes.

• Speaking with our customers face-to-face and over video calls

• Be an internal 'Voice of Customer': Represent our customers and be their advocate, using their feedback to prioritise tasks and projects.

• Collaborating and working closely with our Product, Engineering, Sales, Customer Success and Operations teams to respond to merchant requests.

• Reading and comprehending code across our JavaScript, SQL, Python, React or TypeScript stacks is highly desirable.

What are we looking for?

• Previous experience in a customer facing role with a complex API product, ideally in payments, or B2B.

• Complete understanding of what it takes to provide outstanding Customer Support, end to end, as well as a passion for building a fantastic 'Support Experience' - i.e. writing clear documentation, collaborating in tickets etc.

• Expertise in troubleshooting, root cause analysis, effort assessment, and postmortem process.

• Ideally experience working on On-Call and on Incident Management processes, and in drafting Status Page updates.

• An understanding of software testing and wider infrastructure, and a good understanding of the entire development process (design, development and deployment).

• Experience working in a fast-paced and scaling environment, with shifting priorities and last-minute developments. You can assess urgency, complexity and impact, when deciding the priority of a request.

• Highly motivated self-starter who values autonomy and getting things done.

• Great communication & presentations skills - you can make the complicated sound simple and interact with stakeholders, technical and non-technical, alike.

• Confidence and ease in working with technical and non-technical counterparts at some of the largest merchants.

• Empathy, and the ability to see things from the customer's perspective.

• Creativity and improvisational skills. Great negotiator, and the ability to achieve consensus and know when to compromise.

Our engineering teams work fully remotely and operate within local timezones - if you are not based in the above countries listed but would still like to apply please let us know in your application

Unfortunately we are unable to offer VISA sponsorships or relocation packages at this time

Our interview process

• 30 minute call with a Talent Partner

• 45 minute interview with an Engineering Manager

• Take Home Task - 'Real life' support engineering exercise

• 60 minute final stage culture interview

What’s the culture like at Primer?

We’re building a culture where people can come and do their best work and enjoy it. We want our people to be proud of the impact that they have at Primer, and of the work that they are doing. You will be working with a team of people who are mission-driven, smart, and reflective, and who are invested in building exceptional products and delivering success for our merchants (and we also know how to have fun along the way).

We work remotely. We believe that building a successful, profitable company goes beyond proximity. We invest in our relationships with each other through great remote working practices and thoughtfully designed face-to-face time together. Our heads-together time comes in the form of workstations, our annual company retreat, and co-working space access worldwide.

Finally, let’s go ahead and say it. The work that we do is challenging. Startups are a challenge, building category defining products is a challenge. You should be prepared for a challenge at Primer. But, there’s a big difference between a challenge and a struggle. The key difference is that the right challenge comes with the right support structures, an acceptance that not everything always goes to plan, a collaborative environment, and a great team around you. It’s never a challenge that you will face alone.

Our benefits:

• We are fully remote

• Competitive share options

• Uncapped holiday, with 25 days minimum to be taken

• Co-working space access

• Workations & company retreat

• The best equipment for your role

• £500 towards your home office setup

• Generous learning budget

• Medical insurance

• A broad set of additional perks and benefits (depending on location)

Don’t meet every single requirement?

At Primer, we’re dedicated to building a diverse, inclusive, and authentic workplace. If you’re excited about this role but your past experience doesn’t align perfectly with every qualification in the job description, we encourage you to apply. You may be the right candidate for this or other roles. Primer is committed to the equal treatment of all current and prospective employees, regardless of background or beliefs—see our diversity commitment statement for more details

Equity, diversity, inclusion and belonging policy

Primer adopts a zero-tolerance approach to discrimination.

We are committed to providing equal opportunities to all current and prospective employees regardless of age, disability, sex, sexual orientation, pregnancy and maternity, race or ethnicity, religion or belief, gender identity, or marriage and civil partnership.